Application replication platform

ABSTRACT

A first device may receive a request to establish a replication session between a second device and a third device, where the replication session is associated with replicating user interactions with a user interface of an application across a first instance and a second instance of the application. The first device may receive, after receiving the request, information identifying a set of interactions by a user of the second device with a first user interface provided for display by the first instance. The first device may determine, from the information, a set of instructions related to causing an indication for the set of interactions to be provided for display on a second user interface provided for display for the second instance based on the information being received from the second device. The first device may provide, after determining the set of instructions, the set of instructions to the third device.

RELATED APPLICATIONS

This application is a continuation of U.S. patent application Ser. No.16/850,207, filed Apr. 16, 2020 (now U.S. Pat. No. 11,055,054), which isa continuation of U.S. patent application Ser. No. 16/557,831, filedAug. 30, 2019 (now U.S. Pat. No. 10,656,898), which are incorporatedherein by reference in their entireties.

BACKGROUND

Customer support for software applications can include a range ofcustomer services to assist customers in operating their user devices.For example, a user can be provided with step-by-step instructions by acustomer support representative and/or with reference to a web page.

SUMMARY

According to some implementations, a method may include receiving, by afirst device, a request to establish a replication session between asecond device and a third device, wherein the replication session isassociated with replicating user interactions with a user interface ofan application across a first instance and a second instance of theapplication; receiving, by the first device and after receiving therequest, information that identifies a set of interactions by a user ofthe second device with a first user interface provided for display bythe first instance; determining, by the first device and from theinformation, a set of instructions related to causing an indication forthe set of interactions to be provided for display on a second userinterface provided for display for the second instance based on theinformation being received from the second device; and providing, by thefirst device and after determining the set of instructions, the set ofinstructions to the third device.

According to some implementations, a first device may include one ormore memories; and one or more processors, communicatively coupled tothe one or more memories, configured to: receive a request to establisha replication session between a second device and a third device,wherein the replication session is associated with replicating userinteractions with a user interface of an application across a firstinstance and a second instance of the application, wherein the requestidentifies the second device or the third device; cause correspondinguser interfaces to be provided for display for the first instance andthe second instance after receiving the request; receive, after causingthe corresponding user interfaces to be provided for display,information that identifies a set of interactions by a user of thesecond device with a first user interface, of the corresponding userinterfaces, provided for display for the first instance; determine, fromthe information, a set of instructions related to causing an indicationfor the set of interactions to be provided for display on a second userinterface, of the corresponding user interfaces, based on theinformation being received from the second device; and perform, afterdetermining the set of instructions, one or more actions related to thefirst instance or the second instance, wherein the one or more actionsinclude providing the set of instructions to the third device.

According to some implementations, a non-transitory computer-readablemedium may store one or more instructions. The one or more instructions,when executed by one or more processors of a first device, may cause theone or more processors to: receive a request to establish a replicationsession between a second device and a third device, wherein thereplication session is associated with replicating user interactionswith a user interface of an application across a first instance and asecond instance of the application; receive, after receiving therequest, information that identifies a set of interactions by a user ofthe second device with a first user interface provided for display forthe first instance; determine, from the information, a set ofinstructions related to causing an indication for the set ofinteractions to be provided for display on a second user interface basedon the information being received from the second device; and provide,after determining the set of instructions, the set of instructions tothe third device.

BRIEF DESCRIPTION OF THE DRAWINGS

FIGS. 1A-1C are diagrams of an example implementation described herein.

FIG. 2 is a diagram of an example implementation described herein.

FIG. 3 is a diagram of an example environment in which systems and/ormethods described herein may be implemented.

FIG. 4 is a diagram of example components of one or more devices of FIG.3 .

FIG. 5 is a flow chart of an example process for applicationreplication.

FIG. 6 is a flow chart of an example process for applicationreplication.

FIG. 7 is a flow chart of an example process for applicationreplication.

DETAILED DESCRIPTION

The following detailed description of example implementations refers tothe accompanying drawings. The same reference numbers in differentdrawings may identify the same or similar elements.

In some instances, a person initiates, using a communication device, acommunication session (e.g., the person calls a telephone number,initiates a chat session, and/or the like) with a customer servicerepresentative and/or an interactive voice response (IVR) system of anorganization. In some cases, the person interacts with the customerservice representative and/or IVR system to obtain assistance and/orinstructions for using an application (e.g., a mobile bankingapplication, and/or the like) associated with the organization. However,the customer service representative and/or the IVR system may havedifficulty providing the person with assistance using verbalcommunications. Furthermore, the person may be reluctant and/or refuseto authorize the customer service representative and/or the IVR systemto remotely access a personal device and/or view a screen (e.g., via ascreen sharing program) of the personal device for security and/orprivacy reasons. For example, the person may not want to share sensitiveinformation, such as personal information, an account balance, and/orthe like, with the customer service representative and/or the IVRsystem.

This may increase a likelihood that the communication session will lastlonger to accommodate additional communication between the person andthe customer service representative. This may also increase a likelihoodthat the person will terminate the communication session (e.g., hang upthe call), which may cause the user to call the organization one or moreadditional times to try to avoid interacting with the same customerservice representative. This may unnecessarily consume computingresources (e.g., processing resources, memory resources, powerresources, communication resources, and/or the like) and/or networkresources to support the additional communication and/or the personplacing multiple calls. Moreover, the computing resources (e.g.,processing resources, memory resources, power resources, communicationresources, and/or the like) and/or network resources may beunnecessarily used to facilitate a call that will ultimately beterminated before the person accomplishes the goal of the call.

Some implementations described herein provide an application replicationplatform that receives a request to establish a replication sessionbetween a user device and a client device (e.g., a customer servicecomputer, a help desk computer, and/or the like). The applicationreplication platform may identify an application and/or a user interfacebeing used on the user device and open a second instance of the same ora similar application on the client device. The application replicationplatform may translate interactions with the application and/or userinterface on the user device into corresponding indicators and/orchanges on the application on the client device, and vice versa.

For example, if the user selects a button on the user interface, theapplication replication platform may translate the selection into ahighlight and/or a change in interfaces on the client device. Thehighlight and/or change in interfaces on the client device allows theoperator of the client device (e.g., a customer service representative,and/or the like) to visually track what the user is doing on theapplication to quickly and easily identify the issue that the user maybe having without screensharing or providing the client device withremote access to the user device.

In some implementations, the operator of the client device may select anitem in a menu on a user interface, and the application replicationplatform may translate the selection into a highlight and/or a change ininterfaces on the user device. The highlight and/or change in interfaceson the user device allows the operator of the client device to visuallyteach the user how to use the application without screensharing orproviding the client device with remote access to the user device.

In this way, some implementations provide an application replicationplatform that conserves computing resources (e.g., processing resources,memory resources, power resources, communication resources, and/or thelike) and/or network resources that would be consumed by the operator ofthe client device (e.g., a customer service representative, and/or thelike) verbally instructing the user through use of the application.Additionally, or alternatively, the application replication platformconserves computing resources (e.g., processing resources, memoryresources, power resources, communication resources, and/or the like)and/or network resources by facilitating shorter calls, fewer calls,and/or the like to the help desk.

Some implementations described herein provide an application replicationplatform that receives a request to establish a replication sessionbetween a user device and an IVR system. The application replicationplatform may receive, from the user device, interactions of the userwith an application and/or a user interface being used on the userdevice. The application replication platform may translate thoseinteractions into information compatible with the IVR system, which mayprocess the information to determine if the user is correctlyinteracting with the application and/or the user interface. The IVRsystem may provide audio instructions and/or corrections to the user.The application replication platform may receive, from the IVR system,instructions to cause indicators (e.g., highlights and/or changes ininterfaces) to be displayed on the user device in conjunction with theprovision of audio instructions and/or corrections to the user.

In this way, some implementations provide an application replicationplatform that conserves computing resources (e.g., processing resources,memory resources, power resources, communication resources, and/or thelike) and/or network resources that would be consumed by the IVR systemverbally instructing the user through use of the application. In someimplementations, the application replication platform conservescomputing resources (e.g., processing resources, memory resources, powerresources, communication resources, and/or the like) and/or networkresources by facilitating shorter calls, fewer calls, and/or the like tothe help desk.

FIGS. 1A-1C are diagrams of one or more example implementations 100described herein. For example, as shown in FIGS. 1A-1C, exampleimplementation(s) 100 includes a user device, an application replicationplatform, and a client device. As described herein, the applicationreplication platform may be associated with a financial institution(e.g., a bank or a credit card issuer). In some implementations, theapplication replication platform may be associated with an organization,other than a financial institution, that is associated with anapplication capable of executing on a user device.

In some implementations, a user may initiate a phone call or an onlinechat session (e.g., using the user device, such as a smartphone, atablet, a personal computer, and/or the like) with the client device(e.g., associated with a customer support center) of a customer servicerepresentative (CSR) of an organization (e.g., a financial institution)to request information and/or assistance. The CSR may ask if the userhas an application (e.g., a mobile banking application, and/or the like)installed on the user device. In some implementations, the clientdevice, operated by the CSR, may determine whether the application isinstalled on the user device based on information provided to the clientdevice (e.g., a phone number of the user, an identity or accountidentifier of the user, and/or the like). If the application is notinstalled on the user device, the client device may provide, to the userdevice (e.g., via email, text message, and/or the like), a link todownload the application. The user device may download and install theapplication using the link.

As shown in FIG. 1A, and by reference number 102, the user may open theapplication on the user device, and the user device may provide a promptto the user to request help. For example, rather than initiating a phonecall or an online chat session with a CSR as described above, the usermay need assistance using the application, and the user device maydisplay a prompt for the user to request help.

As shown in FIG. 1A, and by reference number 104, the user device mayprovide, to the application replication platform, a request to establisha replication session for the application (e.g., after receiving inputfrom the user requesting help). The request may include informationidentifying the user device, the user, the application, characteristicsof the application, and/or the like.

In some implementations, if the user initiated a phone call or onlinechat session with the CSR, the client device may provide, to theapplication replication platform, a request to establish a replicationsession for the application between the user device and the clientdevice (e.g., based on information provided by the user and/or the userdevice to the CSR and/or the client device). The request may includeinformation identifying the client device, the user device, the user,the application, characteristics of the application, and/or the like.

In some implementations, the user may initiate a phone call with aninteractive voice response (IVR) system to request information and/orassistance. Based on information provided by the user and/or the userdevice to the IVR system, the IVR system may provide, to the applicationreplication platform, a request to establish a replication sessionbetween the user device and a client device operated by a CSR, and theIVR system may transfer the call to the CSR.

As shown in FIG. 1A, and by reference number 106, the applicationreplication platform may initiate the replication session for theapplication between the user device and the client device. In someimplementations, the application replication platform may initiate thereplication session for the application by performing one or moreactions to establish a first instance of the application on the userdevice and a second instance of the application on the client device.

For example, the application replication platform may determine that theapplication is not installed on the user device (e.g., because the CSRand/or the IVR system provided the request to establish the replicationsession, and/or the like). In such circumstances, the applicationreplication platform may transmit, to the user device, a link todownload the application (e.g., via email, text message, and/or thelike). In this case, the user device may download and install theapplication using the link.

Additionally, or alternatively, if the application is not open on theuser device when the application replication platform initiates thereplication session (e.g., because the user closed the application,because the user never opened the application (e.g., because the CSRand/or the IVR system provided the request to establish the replicationsession), and/or the like), the application replication platform maysend instructions to the user device to open an instance of theapplication. In some implementations, the application replicationplatform may receive, from the user device, one or more indications thatthe user device has downloaded, installed, and/or opened an instance ofthe application.

As shown in FIG. 1A, and by reference number 108, the applicationreplication platform may provide, to the client device, instructions toactivate an instance of the application. Additionally, or alternatively,the application replication platform may determine that the applicationis not installed on the client device, and may transmit, to the clientdevice, a link to download the application (e.g., via email, textmessage, and/or the like). In this case, the client device may downloadand install the application using the link.

In some implementations, the application replication platform mayidentify one or more characteristics of the instance of the application(e.g., version of the application, operating system on which theapplication is running, and/or the like) on the user device. Based onthe characteristics, the application replication platform may identifyan instance of the application to be opened on the client device, andmay provide, to the client device, instructions to activate theidentified instance of the application.

For example, the application replication platform may provide, to theclient device, instructions to activate an instance of the applicationrunning on the same operating system as the instance of the applicationrunning on the user device. Activating an instance of the application onthe client device based on the characteristics of the instance of theapplication on the user device may improve communication between theuser and the CSR and the ability of the client device and/or the CSR toresolve the user inquiry as compared to only audio-based communication(e.g., a phone call), thereby conserving computing resources (e.g.,processing resources, memory resources, power resources, communicationresources, and/or the like) and/or network resources that would beconsumed by potential miscommunications.

As shown in FIG. 1A, and by reference number 110, the client device mayreceive the instructions from the application replication platform andopen an instance of the application. In some implementations, if theapplication is not installed on the client device, the client device mayaccess a data structure and install the application. In someimplementations, the application replication platform may receive, fromthe client device, one or more indications that the client device hasdownloaded, installed, and/or opened an instance of the application.

As shown in FIG. 1A, and by reference numbers 112-1 and 112-2, theapplication replication platform may provide, to the user device,instructions to activate a particular user interface and, to the clientdevice, instructions to activate a particular user interface. In someimplementations, the application replication platform may provide, tothe client device, instructions to activate a user interface based onthe user interface being displayed on the user device. For example, theapplication replication platform may provide instructions to the clientdevice to activate a user interface corresponding to the user interfacealready being displayed on the user device to replicate the display ofthe user device on the client device.

In some implementations, the application replication platform mayprovide, to the user device, instructions to activate a user interfacebased on the user interface being displayed on the client device. Forexample, the application replication platform may provide instructionsto the user device to activate a user interface corresponding to theuser interface already being displayed on the client device to replicatethe display of the client device on the user device.

In some implementations, the application replication platform mayprovide, to the user device and/or the client device, instructions toactivate a default user interface. For example, the applicationreplication platform may provide, to the user device and/or the clientdevice, instructions to activate a default user interface at thebeginning of the replication session.

As shown in FIG. 1A, and by reference number 114, the client device mayinitiate a phone call (e.g., a voice-over-internet-protocol (VoIP) call,and/or the like) with the user device. For example, if the user devicehas not already initiated a phone call with the CSR (e.g., because theIVR system provided the request to establish the replication session,because the user provided the request to establish the replicationsession via the application without calling customer service, and/or thelike), the client device may initiate a phone call with the user device.Establishing audio-based communication in conjunction with thereplication session may improve communication between the user and theCSR and the ability of the client device and/or the CSR to resolve theuser inquiry as compared to only communication via the replicationsession, thereby conserving computing resources (e.g., processingresources, memory resources, power resources, communication resources,and/or the like) and/or network resources that would be consumed bypotential miscommunications.

As shown in FIG. 1B, and by reference number 116, the user device mayreceive input from the user interacting with the user interface. Forexample, the user device may receive a user selection (e.g., via inputon a touchscreen, and/or the like) on the user interface to view abalance (e.g., of an account, and/or the like), and the user device maydisplay the balance.

As shown in FIG. 1B, and by reference number 118, the user deviceprovides, to the application replication platform, information thatidentifies the interaction with the application. For example, the userdevice may provide information identifying the option on the userinterface selected by the user, information identifying a location ofuser interaction with the user interface, information identifying theresponse of the application to the user interaction, informationincluding a recording of the user interaction with the user interface,the response of the application to the user interaction, and/or thelike.

In some implementations, the application replication platform mayreceive the information identifying the interaction with theapplication. For example, the application replication platform mayreceive the information identifying the user interactions via a WebSocket between the user device and the application replication platform.

After receiving the information identifying the interaction, theapplication replication platform may process the information. Forexample, the application replication platform may process theinformation to determine whether the information and/or a subset of theinformation contains sensitive information (e.g., an account balance, anaddress, text input by the user, a transaction history, a name of theuser, a phone number, and/or the like.)

As described herein, the application replication platform may use one ormore artificial intelligence techniques, such as machine learning, deeplearning, and/or the like to determine whether a subset of theinformation identifying the interaction with the application containssensitive information (e.g., an account balance, an address, text inputby the user, a transaction history, a name of the user, a phone number,and/or the like).

In some implementations, the application replication platform may parsenatural language descriptions of historical information identifyinginteractions with the application and historical determinations ofwhether subsets of the information contain sensitive information. Forexample, the application replication platform may obtain dataidentifying, in natural language, a description of informationidentifying an interaction (e.g., an option selected by the user on auser interface, text input by the user, an account balance displayed inresponse to the interaction, a displayed address, a displayedtransaction history, a displayed name of the user, a displayed phonenumber, and/or the like) and may parse the data to identify the subsetsof information in the historical information, and/or the like.

In some implementations, the application replication platform maydetermine a characteristic of a subset of information based on naturallanguage processing of the historical information and historicaldeterminations of whether subsets of the information contain sensitiveinformation, which may include a description of the subset ofinformation. For example, based on a description of a subset ofinformation being determined to contain sensitive information, theapplication replication platform may use natural language processing todetermine that a characteristic of the subset of information is that thesubset of information is associated with sensitive information.Similarly, based on a description of a subset of information beingdescribed as not containing sensitive information, the applicationreplication platform may use natural language processing to determinethat a characteristic of the subset of information is that the subset ofinformation is not associated with sensitive information, and/or thelike. In this case, the application replication platform may determinethat a natural language text corresponds to a characteristic based ondata relating to other subsets of information, data identifyingcharacteristics of subsets of information, and/or the like.

In this way, the application replication platform may identify subsetsof information associated with sensitive information, as describedherein. Based on applying a rigorous and automated process associatedwith determining whether subsets of the information identifyinginteractions with the application contain sensitive information, theapplication replication platform enables recognition and/oridentification of thousands or millions of data items for thousands ormillions subsets of information, thereby increasing an accuracy andconsistency of determining whether subsets of the informationidentifying interactions with the application contain sensitiveinformation relative to requiring computing resources to be allocatedfor hundreds or thousands of technicians to manually determine whethersubsets of the information identifying interactions with the applicationcontain sensitive information based on the thousands or millions of dataitems.

In some implementations, the application replication platform maydetermine whether a subset of the information identifying interactionswith the application contains sensitive information, as describedherein. For example, using historical information identifyinginteractions with the application and historical determinations ofwhether subsets of the information contain sensitive information, theapplication replication platform may determine whether a subset of theinformation contains sensitive information. In this case, theapplication replication platform may generate a model of sensitiveinformation detection. For example, the application replication platformmay train a model using historical information that includes a pluralityof subsets of information, a plurality of determinations of whethersubsets of the information contain sensitive information, and/or thelike, to determine whether a subset of the information identifying theinteraction with the application contains sensitive information. As anexample, the application replication platform may determine that pastsubsets are associated with a threshold probability of containingsensitive information. In some implementations, the applicationreplication platform may use a scoring system (e.g., with relativelyhigh scores and/or relatively low scores) to identify and/or classifysubsets of information identifying subsets of information as beingassociated with one another. In this case, the application replicationplatform may determine that a relatively high score (e.g., as beinglikely to be identified as containing sensitive information) is to beassigned to a subset of information that is determined to be the same orsimilar to a previously identified subset of information previouslydetermined to contain sensitive information. In contrast, theapplication replication platform may determine that a relatively lowscore (e.g., as being unlikely to be identified) is to be assigned to asubset of information that is determined to be different than apreviously identified subset of information previously determined tocontain sensitive information.

In some implementations, the application replication platform mayperform a data preprocessing operation when generating the model ofsensitive information detection. For example, the applicationreplication platform may preprocess data (e.g., historical informationidentifying interactions with the application, historical determinationsof whether subsets of the information contain sensitive information,and/or the like) to remove non-ASCII characters, white spaces, and/orthe like. In this way, the application replication platform may organizethousands, millions, or billions of data entries for machine learningand model generation.

In some implementations, the application replication platform mayperform a training operation when generating the model of sensitiveinformation detection. For example, the application replication platformmay portion data of the historical information and data of thehistorical determinations into a training set (e.g., a set of data totrain the model), a validation set (e.g., a set of data used to evaluatea fit of the model and/or to fine tune the model), a test set (e.g., aset of data used to evaluate a final fit of the model), and/or the like.In some implementations, the application replication platform maypreprocess and/or perform dimensionality reduction to reduce the data ofthe historical information and data of the historical determinations toa minimum feature set. In some implementations, the applicationreplication platform may train the model of sensitive informationdetection on this minimum feature set, thereby reducing processing totrain the machine learning model, and may apply a classificationtechnique, to the minimum feature set.

In some implementations, the application replication platform may use aclassification technique, such as a logistic regression classificationtechnique, a random forest classification technique, a gradient boostingmachine learning (GBM) technique, and/or the like, to determine acategorical outcome (e.g., that a subset of information containssensitive information, that a subset of information does not sensitiveinformation, and/or the like). Additionally, or alternatively, theapplication replication platform may use a naïve Bayesian classifiertechnique. In this case, the application replication platform mayperform binary recursive partitioning to split the data of the minimumfeature set into partitions and/or branches and use the partitionsand/or branches to perform predictions (e.g., that a subset ofinformation does or does not contain sensitive information). Based onusing recursive partitioning, the application replication platform mayreduce utilization of computing resources relative to manual, linearsorting and analysis of data items, thereby enabling use of thousands,millions, or billions of data items to train a model, which may resultin a more accurate model than using fewer data items.

Additionally, or alternatively, the application replication platform mayuse a support vector machine (SVM) classifier technique to generate anon-linear boundary between data items in the training set. In thiscase, the non-linear boundary is used to classify test data (e.g., datarelating subsets of information) into a particular class (e.g., a classindicating that the subset of information contains sensitiveinformation, a class indicating that the subset of information does notcontain sensitive information, and/or the like).

Additionally, or alternatively, where the test data includes image data,video data, and/or the like, the application replication platform mayuse a computer vision technique, such as a convolutional neural networktechnique to assist in classifying test data (e.g., data relating acharacteristic of a subset of information) into a particular class(e.g., a class indicating that the subset of information containssensitive information, a class indicating that the subset of informationdoes not contain sensitive information, and/or the like). In some cases,the computer vision technique may include using an image recognitiontechnique (e.g., an Inception framework, a ResNet framework, a VisualGeometry Group (VGG) framework, and/or the like), an object detectiontechnique (e.g. a Single Shot Detector (SSD) framework, a You Only LookOnce (YOLO) framework, and/or the like), an object in motion technique(e.g., an optical flow framework and/or the like), and/or the like.

Additionally, or alternatively, the application replication platform maytrain the model of sensitive information detection using a supervisedtraining procedure that includes receiving input to the model from asubject matter expert, which may reduce an amount of time, an amount ofprocessing resources, and/or the like to train the model of sensitiveinformation detection relative to an unsupervised training procedure. Insome implementations, the application replication platform may use oneor more other model training techniques, such as a neural networktechnique, a latent semantic indexing technique, and/or the like. Forexample, the application replication platform may perform an artificialneural network processing technique (e.g., using a two-layer feedforwardneural network architecture, a three-layer feedforward neural networkarchitecture, and/or the like) to perform pattern recognition withregard to patterns of whether subsets of information identifyinginteractions with the application described using different semanticdescriptions can be used to determine whether a subset of informationcontains sensitive information or not. In this case, using theartificial neural network processing technique may improve an accuracyof a model (e.g., the sensitive information detection model) generatedby the application replication platform by being more robust to noisy,imprecise, or incomplete data, and by enabling the applicationreplication platform to detect patterns and/or trends undetectable tohuman analysts or systems using less complex techniques.

As an example, the application replication platform may use a supervisedmulti-label classification technique to train the model. For example, asa first step, the application replication platform may map parameters toa subset of information identifying interactions with the application.In this case, the parameters may be characterized as containingsensitive information or not containing sensitive information based oncharacteristics of the parameters (e.g., whether a characteristic of aparameter is similar or associated with a parameter of the subset ofinformation) and an analysis of the parameters (e.g., by a technician,thereby reducing processing relative to the application replicationplatform being required to analyze each activity). As a second step, theapplication replication platform may determine classifier chains,whereby labels of target variables may be correlated (e.g., in thisexample, labels may be parameters and correlation may refer to a commoncharacteristic of a subset of information. In this case, the applicationreplication platform may use an output of a first label as an input fora second label (as well as one or more input features, which may beother data relating to the subsets of information), and may determine alikelihood that a particular parameter that includes a set ofcharacteristics (some of which are associated with a particular subsetof information and some of which are not associated with the particularsubset of information) are associated with the particular subset ofinformation based on a similarity to other parameters that includesimilar characteristics. In this way, the application replicationplatform transforms classification from a multilabel-classificationproblem to multiple single-classification problems, thereby reducingprocessing utilization. As a third step, the application replicationplatform may determine a Hamming Loss Metric relating to an accuracy ofa label in performing a classification by using the validation set ofthe data. For example, an accuracy with which a weighting applied toeach parameter or characteristic and whether each parameter orcharacteristic is associated with a subset of information or not,results in a correct prediction of whether the subset of informationcontains sensitive information or not, thereby accounting for differingamounts to which association of any one parameter or characteristicinfluences the determination that the subset of information containssensitive information or not. As a fourth step, the applicationreplication platform may finalize the model based on labels that satisfya threshold accuracy associated with the Hamming Loss Metric and may usethe model for subsequent prediction of whether parameters of a subset ofinformation are to result in a determination that the subset ofinformation does or does not contain sensitive information.

As another example, the application replication platform may determine,using a linear regression technique, that a threshold percentage ofparameters, in a set of parameters, do not determine whether a subset ofinformation does or does not contain sensitive information, and maydetermine that those parameters are to receive relatively lowassociation scores. In contrast, the application replication platformmay determine that another threshold percentage of parameters dodetermine whether a subset of information does or does not containsensitive information and may assign a relatively high association scoreto those parameters. Based on the parameters determining whether asubset of information does or does not contain sensitive information,the application replication platform may generate the model of sensitiveinformation detection and may use the model of sensitive informationdetection for analyzing new parameters, and/or the like) that theapplication replication platform identifies.

In some implementations, a different device, such as a server device,may generate and train the model. The different device may send themodel for use by the application replication platform. The differentdevice may update and send (e.g., on a scheduled basis, on an on-demandbasis, on a triggered basis, on a periodic basis, and/or the like) themodel to the application replication platform.

Accordingly, the application replication platform may use any number ofartificial intelligence techniques, machine learning techniques, deeplearning techniques, and/or the like to determine whether a subset ofthe information identifying the interaction with the applicationcontains sensitive information.

In some implementations, the application replication platform maydetermine whether a subset of the information identifying theinteraction with the application contains sensitive information based onstored information. For example, the stored information may identify thesubsets of information that contain sensitive information based oninformation regarding the application, such as which interactions resultin the display of sensitive information, which portions of userinterfaces display sensitive information, and/or the like. In this way,the application replication platform, based on the stored informationregarding the application, may determine whether a subset of theinformation identifying the interaction with the application containssensitive information, which may conserve computing resources (e.g.,processing resources, memory resources, power resources, communicationresources, and/or the like) and/or network resources.

As shown in FIG. 1B, and by reference number 120, the applicationreplication platform may determine a set of instructions related tocausing an indicator for the interaction to be provided for display onthe client device. In some implementations, the application replicationplatform may access a mapping between user interface elements on theuser interface displayed on the user device and user interface elementsdisplayed on the client device and may determine the set of instructionsbased on the mapping. For example, the user device may display a userinterface including a virtual button including the text “View Balance,”and the client device may display a user interface including a list ofitems including an item for “View Balance.” The application replicationplatform may access the mapping, which may map the virtual buttonincluding the text “View Balance” to the item for “View Balance,” anddetermine the set of instructions based on the mapping.

As another example, the user device may have a touchscreen for receivingtouch-based inputs, while the client device may be a personal computer(PC) without a touchscreen. In such circumstances, the instance of theapplication running on the user device may provide user interfacesdesigned for touch-based inputs, and the instance of the applicationrunning on the client device may provide user interfaces designed formouse and/or keyboard-based inputs. Using the mapping, the applicationreplication platform may map touch-based interactions with the userinterface on the user device to mouse and/or keyboard-based interactionswith the user interface on the client device. In this way, theapplication replication platform may use the mapping to account fordifferences between the instance of the application running on the userdevice and the instance of the application running on the client device.

As another example, the application replication platform may use acoordinate mapping system that maps interaction with the user interfaceon the user device to the user interface on the client device, and/orvice versa. For example, an interaction of a touch, on the user device,at a point X1, Y1 in the coordinate system of the user device may map toa selection at X2, Y2 in the coordinate system of the client device,and/or the like. Additionally, or alternatively, the applicationreplication platform may use a coordinate mapping system that uses thecoordinate system of the user device on the client device. For example,if the user device includes a 1,000-by-10,000-pixel display, theapplication replication platform may map interactions on the user deviceto a portion of the display of the client device that matches the1,000-by-10,000-pixel display of the user device (e.g., to simplifytranslation of selections and/or interactions from the user device tothe client device and vice versa, and/or the like).

In some implementations, the application replication platform maydetermine a first set of instructions for a first set of userinteractions using a first application programming interface (API) andmay determine a second set of instructions for a second set of userinteractions using a second API that is different from the first API.For example, the application replication platform may determine a firstset of instructions for the user inputting text using the first API, andmay determine the second set of instructions for the user selecting avirtual button using the second API.

In some implementations, the application replication platform, using themodel of sensitive information detection, may determine that a subset ofthe information identifying the interaction with the applicationcontains sensitive information, and determine a set of instructions forthe client device that includes displaying masked and/or modifiedcharacters in place of the sensitive information. For example, themasked and/or modified characters may include the letter “X” in place ofdigits of numbers, blurred characters, boxes (e.g., opaque boxes,colored boxes (e.g., black, red, white and/or the like), and/or thelike) covering characters, and/or the like.

As shown in FIG. 1B, and by reference number 122, the applicationreplication platform may provide, to the client device, the set ofinstructions. In some implementations, the application replicationplatform may provide the set of instructions to the client device via aWeb Socket between the application replication platform and the clientdevice. In some implementations, the Web Socket between the applicationreplication platform and the client device is different than another WebSocket between the application replication platform and the user devicevia which the application replication platform received the informationidentifying the user interactions.

As shown in FIG. 1B, and by reference number 124, the client device mayreceive the set of instructions from the application replicationplatform, execute the instructions, and display a user interface similarto the user interface with which the user interacted and an indicator onthe user interface indicative of a portion of the user interface withwhich the user interacted. As shown in FIG. 1B, the indicator may be adashed box surrounding the portion of the user interface with which theuser interacted. In some implementations, the indicator may be ahighlighted portion of a user interface, an arrow pointing to theportion of the user interface with which the user interacted, a flashingportion of the user interface with which the user interacted, a pulsingportion of the user interface with which the user interacted, a circleand/or oval surrounding the portion of the user interface with which theuser interacted, a graphical overlay (e.g., an image of a hand and/orfinger, an image of a mouse cursor, and/or the like) demonstrating themanner in which the user interacted with the user interface (e.g., agraphical overlay moving on the display, and/or the like), an animationdepicting entry of text into a text field, and/or the like.

As shown in FIG. 1B, and by reference number 126, the client device maydisplay a response of the application to the interaction with the userinterface. For example, the client device may display an account balancein response to interaction with the item for “View Balance.” As shown inFIG. 1B, the client device may display masked and/or modified charactersin place of sensitive information, such as an account balance, based onthe application replication platform determining that the information issensitive as described above. By masking and/or modifying the sensitiveinformation, the client device and/or application replication platformmay prevent the CSR from seeing the sensitive information, therebymaintaining the confidentiality of the sensitive information.

In some implementations, if the CSR needs to view sensitive information(e.g., to assist the user, and/or the like), the client device mayprovide a communication (e.g., a push notification, a text message,and/or the like) to the user device (e.g., directly to the user device,via the application replication platform, and/or the like) requestingauthorization to display the sensitive information to the CSR. Theclient device may receive authorization from the user, display thesensitive information, and document the authorization from the user.

As shown in FIG. 1C, and by reference number 128, the client device mayreceive an interaction with a user interface of the application from theCSR. For example, the interaction may include the CSR using amouse-based input to select an item from a list in a user interface ofthe application displayed by the client device.

As shown in FIG. 1C, and by reference number 130, the client device mayprovide, to the application replication platform, information thatidentifies the interaction with the application. For example, the clientdevice may provide information identifying the item on the userinterface selected by the CSR, information identifying a location of CSRinteraction with the user interface, information identifying theresponse of the application to the CSR interaction, the response of theapplication, and/or the like.

In some implementations, the client device may provide, to theapplication replication platform, a captured recording of the indicatordisplayed on the client user interface and/or information identifyingthe interactions of the CSR with the client user interface. Theapplication replication platform may perform an analysis of therecording and/or multiple recordings, and perform one or more actionsbased on a result of the analysis. For example, the applicationreplication platform may analyze the recording and/or multiplerecordings to assess the performance of the CSR (e.g., by identifyingmistakes made by the CSR, by identifying a new solution created by theCSR for a problem, by identifying ways that the CSR could be moreefficient, and/or the like). Based on the result of the analysis, theapplication replication platform may generate and transmit a score, areport, a recommendation, an employment contract (e.g., if the CSR wasinterviewing for a job), and/or the like to a manager, a human resourcesdatabase, a printer, and/or the like.

In some implementations, the application replication platform mayanalyze the recording and/or multiple recordings and use the result ofthe analysis to update a machine learning model trained to makerecommendations to the CSR for resolving user help requests. Forexample, the application replication platform may use one or moreartificial intelligence techniques, such as machine learning, deeplearning, and/or the like to provide recommendations to the CSR forresolving requests for help from users, based on the results of theanalysis, as described with respect to the model of sensitiveinformation detection.

In some implementations, the application replication platform mayreceive the information identifying the interaction of the CSR with theapplication. For example, the application replication platform mayreceive the information identifying the user interactions via the WebSocket between the client device and the application replicationplatform. After receiving the information identifying the interaction ofthe CSR with the application, the application replication platform mayprocess the information.

As shown in FIG. 1C, and by reference number 132, the applicationreplication platform may determine a set of instructions related tocausing an indicator for the interaction of the CSR to be provided fordisplay on the user device. In some implementations, the applicationreplication platform may access a mapping between user interfaceelements on the user interface displayed on the client device and userinterface elements displayed on the user device and may determine theset of instructions based on the mapping. The mapping may be the same asor different from the mapping between user interface elements on theuser interface displayed on the user device and user interface elementsdisplayed on the client device described with respect to referencenumber 120 in FIG. 1B.

In some implementations, the application replication platform maydetermine a first set of instructions for a first set of CSRinteractions using a first application programming interface (API) andmay determine a second set of instructions for a second set of CSRinteractions using a second API that is different from the first API.For example, the application replication platform may determine a firstset of instructions for the CSR typing text (e.g., via a keyboard,and/or the like) into a text box using the first API and may determinethe second set of instructions for the CSR selecting (e.g., by clickinga mouse, and/or the like) an item using the second API.

As shown in FIG. 1C, and by reference number 134, the applicationreplication platform may provide, to the user device, the set ofinstructions. In some implementations, the application replicationplatform may provide the set of instructions to the user device via theWeb Socket between the application replication platform and the userdevice.

As shown in FIG. 1C, and by reference number 136, the user device mayreceive the set of instructions, execute the instructions, and display auser interface similar to the user interface with which the CSRinteracted and an indicator on the user interface indicative of aportion of the user interface with which the CSR interacted. As shown inFIG. 1C, the indicator may be a dashed box surrounding the portion ofthe user interface with which the CSR interacted. In someimplementations, the indicator may be a highlighted portion of a userinterface, an arrow pointing to the portion of the user interface withwhich the CSR interacted, a flashing portion of the user interface withwhich the CSR interacted, a pulsing portion of the user interface withwhich the CSR interacted, a circle and/or oval surrounding the portionof the user interface with which the CSR interacted, a graphical overlay(e.g., an image of a hand and/or finger, an image of a mouse cursor,and/or the like) demonstrating the manner in which the CSR interactedwith the user interface (e.g., a graphical overlay moving on thedisplay, and/or the like), an animation depicting entry of text into atext field, and/or the like.

In some implementations, the application replication platform maymonitor for and/or receive additional information identifying additionalinteractions by the user and/or the CSR with user interfaces beingdisplayed on the user device and/or client device. The applicationreplication platform may determine, based on the additional information,one or more additional sets of instructions to be provided to the userdevice and/or client device, and provide the one or more additional setsof instructions to the user device and/or client device.

Accordingly, the application replication platform may identify theinteractions by the user with the user device for the CSR and identifythe interactions by the CSR with the client device for the user, and,when coupled with the audio communications, may permit the CSR toresolve the issue that the user was facing more efficiently than justusing audio communications. Furthermore, the application replicationplatform may permit the CSR to resolve the issue without sharingsensitive information or allowing the CSR to remotely access the userdevice. In this way, the application replication platform conservescomputing resources (e.g., processing resources, memory resources, powerresources, communication resources, and/or the like) and/or networkresources that would be consumed by the CSR verbally instructing theuser through use of the application, by facilitating shorter calls, byfacilitating fewer calls, and/or the like.

As indicated above, FIGS. 1A-1C are provided as one or more examples.Other examples may differ from what is described with regard to FIGS.1A-1C.

FIG. 2 is a diagram of one or more example implementations 200 describedherein. For example, as shown in FIG. 2 , example implementation(s) 200includes a user device, an application replication platform, and an IVRsystem. As described herein, the application replication platform may beassociated with a financial institution (e.g., a bank or a credit cardissuer). In some implementations, the application replication platformmay be associated with an organization, other than a financialinstitution, that is associated with an application capable of executingon a user device.

As shown in FIG. 2 , and by reference number 202, a user may initiate atelephone call (e.g., using the user device, such as a smartphone, atablet, a personal computer, and/or the like) with the IVR system of anorganization (e.g., a financial institution) to request informationand/or assistance. Based on information provided by the user to the IVRsystem via the telephone call, the IVR system may determine that anapplication (e.g., a mobile banking application, and/or the like) can beused to assist the user and/or that the user needs assistance with theapplication.

In some implementations, the IVR system may ask if the user has theapplication installed on the user device. In some implementations, theIVR system may determine whether the application is installed on theuser device based on information provided to the IVR system (e.g., aphone number of the user, an identity or account identifier of the user,and/or the like). If the application is not installed on the userdevice, the IVR system may provide, to the user device (e.g., via email,text message, and/or the like), a link to download the application. Theuser device may use the link to download and install the application.

As shown in FIG. 2 , and by reference number 204, the IVR system mayprovide, to the application replication platform, a set of instructionsto activate the application. In some implementations, the IVR system mayprovide, to the application replication platform, a set of instructionsto activate the application that includes instructions to download theapplication (e.g., including a link to a download, and/or the like).

As shown in FIG. 2 , and by reference number 206, the applicationreplication platform provides, to the user device, a set of instructionsto activate the application. In some implementations, rather than theIVR system providing a set of instructions to the applicationreplication platform that includes instructions to download theapplication, the IVR system may provide a set of instructions toactivate the application to the application replication platform, andthe application replication platform may include instructions todownload the application in the set of instructions sent to the userdevice. In other words, rather than the IVR providing the instructionsto download the application, the application replication platform mayprovide the instructions to download the application. Thus, the IVRsystem may provide instructions to download the application directly tothe user device (e.g., via email, text message, and/or the like) or tothe user device through the application replication platform, and, insome implementations, the application replication platform may providethe instructions to download the application (e.g., with theinstructions to activate the application).

In some implementations, the application replication platform may sendinstructions to the user device to open an instance of the application.In some implementations, the application replication platform mayreceive, from the user device, one or more indications that the userdevice has downloaded, installed, and/or opened an instance of theapplication.

As shown in FIG. 2 , and by reference number 208, the user device mayreceive, from the application replication platform, the set ofinstructions and open the application. In some implementations, if theset of instructions includes instructions to download the application,the user device may download the application and open an instance of theapplication.

As shown in FIG. 2 , and by reference number 210, the IVR system mayprovide audio instructions to the user for interacting with theapplication. For example, the IVR system may provide audio instructionsto the user for downloading the application, opening the application,creating an account in the application, entering login information inthe application, setting up a password for the application, adjustingsettings of the application, accessing information in the application(e.g., account balances, statements, payment due dates, and/or thelike), transferring funds from one account to another account in theapplication, and/or the like.

As shown in FIG. 2 , and by reference number 212, the user device mayprovide, to the application replication platform, informationidentifying an interaction with the application. In someimplementations, the user device may receive input from the userinteracting with a displayed user interface, and the user device mayprovide information identifying the user input. For example, the userdevice may receive a user selection (e.g., via input on a touchscreen,and/or the like) on the user interface to view a balance (e.g., of anaccount, and/or the like), and the user device may provide, to theapplication replication platform, information identifying the userselection to view the balance. In some implementations, the user devicemay provide information identifying the option on the user interfaceselected by the user, information identifying a location of userinteraction with the user interface, information identifying theresponse of the application to the user interaction, informationincluding a recording of the user interaction with the user interface,the response of the application to the user interaction, and/or thelike.

In some implementations, the application replication platform mayreceive the information identifying the interaction with theapplication. For example, the application replication platform mayreceive the information identifying the user interactions via a WebSocket between the user device and the application replication platform.After receiving the information identifying the user interactions, theapplication replication platform may process the information.

As shown in FIG. 2 , and by reference number 214, the applicationreplication platform may determine input to the IVR system based on theinformation. In some implementations, the application replicationplatform may generate data to be input to the IVR system based on theinformation. For example, the application replication platform maygenerate a spoken word description, a text description, an image of aselection made by the user interaction, a video recording of the userinteraction, and/or the like based on the information identifying theinteraction with the application, which the IVR system may be configuredto receive and process.

As shown in FIG. 2 , and by reference number 216, the applicationreplication platform may provide the input to the IVR system. In someimplementations, the IVR system may receive the input and process theinput to determine information associated with the user interaction withthe application. For example, the IVR system may process the input todetermine how the user interacted with a displayed user interface (e.g.,which menu item the user selected, which virtual button the userselected, the text the user entered into a text field, and/or the like).

In some implementations, the IVR system may process the input, determinehow the user interacted with the application, and determine whether theuser correctly followed the audio instructions provided to the user bythe IVR system. For example, the IVR system may provide, to the user, anaudio instruction to select “View balance” on a user interface. Afterthe user interacts with the application, the user device may provide, tothe application replication platform, information identifying theinteraction. The application replication platform may determine input tothe IVR system based on the information, and provide, to the IVR system,the input. The IVR system may process the input and determine that theuser selected “Make a transfer” on the user interface, instead of “Viewbalance.” Based on the determination that the user selected an optioninconsistent with the audio instructions, the IVR system may provide asecond audio instruction (e.g., explaining that the user selected theincorrect option, instructing the user to navigate within theapplication back to the correct menu, and/or the like). If the IVRsystem determines that the user selected an option consistent with theaudio instructions, the IVR system may provide another audio instruction(e.g., for interacting with the application, and/or the like).

In some implementations, the IVR system may provide, to the applicationreplication platform, information that identifies an interaction withthe application that is consistent with the audio instructions providedby the IVR system. For example, the IVR system may provide, to the user,an audio instruction to select “Make a deposit” on the user interface,and may provide, to the application replication platform, informationidentifying the selection of a virtual button for “Make a deposit” onthe user interface.

The application replication platform may determine a set of instructionsrelated to causing an indicator for the interaction to be provided fordisplay on the user device. For example, the indicator may be ahighlighted portion of a user interface, an arrow pointing to theportion of the user interface, a flashing portion of the user interface,a pulsing portion of the user interface, a circle and/or ovalsurrounding the portion of the user interface, a graphical overlay(e.g., an image of a hand and/or finger, an image of a mouse cursor,and/or the like) demonstrating the manner in which the user shouldinteract with the user interface (e.g., a graphical overlay moving onthe display, and/or the like), an animation depicting entry of text intoa text field, and/or the like.

The application replication platform may provide, to the user device,the set of instructions. The user device may receive the set ofinstructions from the application replication platform, execute theinstructions, and display the user interface and an indicator on theuser interface indicative of a portion of the user interface consistentwith the audio instructions. For example, if the IVR system provided anaudio instruction to select “Make a deposit” on the user interface, theuser device may display the user interface with the option for “Make adeposit” flashing or pulsing (e.g., to distinguish the option from otheroptions on the user interface, and/or the like).

Using the audio instructions, the application replication platformidentifying the interactions by the user with the user device for theIVR system, and the application replication platform providing visualindicators to support the audio instructions provided to the user by theIVR system, the IVR system may resolve the issue the user is facing moreefficiently than may be achieved using only audio communications.Furthermore, such implementations may not require a CSR to assist theuser. In this way, some implementations provide an applicationreplication platform that conserves computing resources (e.g.,processing resources, memory resources, power resources, communicationresources, and/or the like) and/or network resources that would beconsumed by the IVR system verbally instructing the user through use ofthe application, by facilitating shorter calls, by facilitating fewercalls, and/or the like to the help desk.

As indicated above, FIG. 2 is provided as one or more examples. Otherexamples may differ from what is described with regard to FIG. 2 .

FIG. 3 is a diagram of an example environment 300 in which systemsand/or methods, described herein, may be implemented. As shown in FIG. 3, environment 300 may include a user device 310, a client device 320, anIVR system 330, an application replication platform 340, a computingresource 345, a cloud computing environment 350, and a network 360.Devices of environment 300 may interconnect via wired connections,wireless connections, or a combination of wired and wirelessconnections.

User device 310 includes one or more devices capable of receiving,generating, storing, processing, and/or providing information associatedwith interactions with user interfaces of applications. For example,user device 310 may include a communication and/or computing device,such as a mobile phone (e.g., a smart phone, a radiotelephone, and/orthe like), a laptop computer, a tablet computer, a handheld computer, adesktop computer, a gaming device, a wearable communication device(e.g., a smart wristwatch, a pair of smart eyeglasses, and/or the like),or a similar type of device.

Client device 320 includes one or more devices capable of receiving,generating, storing, processing, and/or providing information associatedwith customer service requests, telephone calls, and interactions withuser interfaces of applications. For example, user device 310 mayinclude a communication and/or computing device, such as a mobile phone(e.g., a smart phone, a radiotelephone, and/or the like), a laptopcomputer, a tablet computer, a handheld computer, a desktop computer, agaming device, a wearable communication device (e.g., a smartwristwatch, a pair of smart eyeglasses, and/or the like), or a similartype of device.

IVR system 330 includes one or more devices capable of performinginteractive voice response functions. In some implementations, IVRsystem 330 may be a computing device, a server, a cloud computingdevice, and/or the like. In some implementations, a user using userdevice 310, a CSR using client device 320, and/or applicationreplication platform 340 may interact, via one or more communicationsessions, with IVR system 330 through the use of voice and dual-tonemulti-frequency signaling (DTMF) tones.

Application replication platform 340 includes one or more computingresources assigned to receive, from user device 310, client device 320,and/or IVR system 330, one or more requests to establish a replicationsession, receive information identifying interactions with userinterfaces, determine instructions to cause indications for theinteractions to be displayed, provide the instructions, and/or the like.For example, application replication platform 340 may be a platformimplemented by cloud computing environment 350 that may receive, fromuser device 310, client device 320, and/or IVR system 330, one or morerequests to establish a replication session, receive informationidentifying interactions with user interfaces, determine instructions tocause indications for the interactions to be displayed, provide theinstructions, and/or the like. In some implementations, applicationreplication platform 340 is implemented by computing resources 345 ofcloud computing environment 350.

Application replication platform 340 may include a server device or agroup of server devices. In some implementations, applicationreplication platform 340 may be hosted in cloud computing environment350. Notably, while implementations described herein describeapplication replication platform 340 as being hosted in cloud computingenvironment 350, in some implementations, application replicationplatform 340 may be non-cloud-based or may be partially cloud-based.

Cloud computing environment 350 includes an environment that deliverscomputing as a service, whereby shared resources, services, and/or thelike may be provided to user device 310, client device 320, and/or IVRsystem 330. Cloud computing environment 350 may provide computation,software, data access, storage, and/or other services that do notrequire end-user knowledge of a physical location and configuration of asystem and/or a device that delivers the services. As shown, cloudcomputing environment 350 may include application replication platform340 and computing resource 345.

Computing resource 345 includes one or more personal computers,workstation computers, server devices, or another type of computationand/or communication device. In some implementations, computing resource345 may host application replication platform 340. The cloud resourcesmay include compute instances executing in computing resource 345,storage devices provided in computing resource 345, data transferdevices provided by computing resource 345, and/or the like. In someimplementations, computing resource 345 may communicate with othercomputing resources 345 via wired connections, wireless connections, ora combination of wired and wireless connections.

As further shown in FIG. 3 , computing resource 345 may include a groupof cloud resources, such as one or more applications (“APPs”) 345-1, oneor more virtual machines (“VMs”) 345-2, virtualized storage (“VSs”)345-3, one or more hypervisors (“HYPs”) 345-4, or the like.

Application 345-1 includes one or more software applications that may beprovided to or accessed by, for example, user device 310, client device320, and/or IVR system 330. Application 345-1 may eliminate a need toinstall and execute the software applications on user device 310, clientdevice 320, and/or IVR system 330. For example, application 345-1 mayinclude software associated with application replication platform 340and/or any other software capable of being provided via cloud computingenvironment 350. In some implementations, one application 345-1 maysend/receive information to/from one or more other applications 345-1,via virtual machine 345-2.

Virtual machine 345-2 includes a software implementation of a machine(e.g., a computer) that executes programs like a physical machine.Virtual machine 345-2 may be either a system virtual machine or aprocess virtual machine, depending upon use and degree of correspondenceto any real machine by virtual machine 345-2. A system virtual machinemay provide a complete system platform that supports execution of acomplete operating system (“OS”). A process virtual machine may executea single program and may support a single process. In someimplementations, virtual machine 345-2 may execute on behalf of a user(e.g., user device 310, client device 320, and/or IVR system 330), andmay manage infrastructure of cloud computing environment 350, such asdata management, synchronization, or long-duration data transfers.

Virtualized storage 345-3 includes one or more storage systems and/orone or more devices that use virtualization techniques within thestorage systems or devices of computing resource 345. In someimplementations, within the context of a storage system, types ofvirtualizations may include block virtualization and filevirtualization. Block virtualization may refer to abstraction (orseparation) of logical storage from physical storage so that the storagesystem may be accessed without regard to physical storage orheterogeneous structure. The separation may permit administrators of thestorage system flexibility in how the administrators manage storage forend users. File virtualization may eliminate dependencies between dataaccessed at a file level and a location where files are physicallystored. This may enable optimization of storage use, serverconsolidation, and/or performance of non-disruptive file migrations.

Hypervisor 345-4 provides hardware virtualization techniques that allowmultiple operating systems (e.g., “guest operating systems”) to executeconcurrently on a host computer, such as computing resource 345.Hypervisor 345-4 may present a virtual operating platform to the guestoperating systems and may manage the execution of the guest operatingsystems. Multiple instances of a variety of operating systems may sharevirtualized hardware resources.

Network 360 includes one or more wired and/or wireless networks. Forexample, network 360 may include a cellular network (e.g., a long-termevolution (LTE) network, a code division multiple access (CDMA) network,a 3G network, a 4G network, a 5G network, another type of nextgeneration network, and/or the like), a public land mobile network(PLMN), a local area network (LAN), a wide area network (WAN), ametropolitan area network (MAN), a telephone network (e.g., the PublicSwitched Telephone Network (PSTN)), a private network, an ad hocnetwork, an intranet, the Internet, a fiber optic-based network, a cloudcomputing network, or the like, and/or a combination of these or othertypes of networks.

The number and arrangement of devices and networks shown in FIG. 3 areprovided as one or more examples. In practice, there may be additionaldevices and/or networks, fewer devices and/or networks, differentdevices and/or networks, or differently arranged devices and/or networksthan those shown in FIG. 3 . Furthermore, two or more devices shown inFIG. 3 may be implemented within a single device, or a single deviceshown in FIG. 3 may be implemented as multiple, distributed devices.Additionally, or alternatively, a set of devices (e.g., one or moredevices) of environment 300 may perform one or more functions describedas being performed by another set of devices of environment 300.

FIG. 4 is a diagram of example components of a device 400. Device 400may correspond to user device 310, client device 320, IVR system 330,application replication platform 340, and/or computing resource 345. Insome implementations, user device 310, client device 320, IVR system330, application replication platform 340, and/or computing resource 345may include one or more devices 400 and/or one or more components ofdevice 400. As shown in FIG. 4 , device 400 may include a bus 410, aprocessor 420, a memory 430, a storage component 440, an input component450, an output component 460, and a communication interface 470.

Bus 410 includes a component that permits communication among multiplecomponents of device 400. Processor 420 is implemented in hardware,firmware, and/or a combination of hardware and software. Processor 420is a central processing unit (CPU), a graphics processing unit (GPU), anaccelerated processing unit (APU), a microprocessor, a microcontroller,a digital signal processor (DSP), a field-programmable gate array(FPGA), an application-specific integrated circuit (ASIC), or anothertype of processing component. In some implementations, processor 420includes one or more processors capable of being programmed to perform afunction. Memory 430 includes a random access memory (RAM), a read onlymemory (ROM), and/or another type of dynamic or static storage device(e.g., a flash memory, a magnetic memory, and/or an optical memory) thatstores information and/or instructions for use by processor 420.

Storage component 440 stores information and/or software related to theoperation and use of device 400. For example, storage component 440 mayinclude a hard disk (e.g., a magnetic disk, an optical disk, and/or amagneto-optic disk), a solid state drive (SSD), a compact disc (CD), adigital versatile disc (DVD), a floppy disk, a cartridge, a magnetictape, and/or another type of non-transitory computer-readable medium,along with a corresponding drive.

Input component 450 includes a component that permits device 400 toreceive information, such as via user input (e.g., a touch screendisplay, a keyboard, a keypad, a mouse, a button, a switch, and/or amicrophone). Additionally, or alternatively, input component 450 mayinclude a component for determining location (e.g., a global positioningsystem (GPS) component) and/or a sensor (e.g., an accelerometer, agyroscope, an actuator, another type of positional or environmentalsensor, and/or the like). Output component 460 includes a component thatprovides output information from device 400 (via, e.g., a display, aspeaker, a haptic feedback component, an audio or visual indicator,and/or the like).

Communication interface 470 includes a transceiver-like component (e.g.,a transceiver, a separate receiver, a separate transmitter, and/or thelike) that enables device 400 to communicate with other devices, such asvia a wired connection, a wireless connection, or a combination of wiredand wireless connections. Communication interface 470 may permit device400 to receive information from another device and/or provideinformation to another device. For example, communication interface 470may include an Ethernet interface, an optical interface, a coaxialinterface, an infrared interface, a radio frequency (RF) interface, auniversal serial bus (USB) interface, a Wi-Fi interface, a cellularnetwork interface, and/or the like.

Device 400 may perform one or more processes described herein. Device400 may perform these processes based on processor 420 executingsoftware instructions stored by a non-transitory computer-readablemedium, such as memory 430 and/or storage component 440. As used herein,the term “computer-readable medium” refers to a non-transitory memorydevice. A memory device includes memory space within a single physicalstorage device or memory space spread across multiple physical storagedevices.

Software instructions may be read into memory 430 and/or storagecomponent 440 from another computer-readable medium or from anotherdevice via communication interface 470. When executed, softwareinstructions stored in memory 430 and/or storage component 440 may causeprocessor 420 to perform one or more processes described herein.Additionally, or alternatively, hardware circuitry may be used in placeof or in combination with software instructions to perform one or moreprocesses described herein. Thus, implementations described herein arenot limited to any specific combination of hardware circuitry andsoftware.

The number and arrangement of components shown in FIG. 4 are provided asan example. In practice, device 400 may include additional components,fewer components, different components, or differently arrangedcomponents than those shown in FIG. 4 . Additionally, or alternatively,a set of components (e.g., one or more components) of device 400 mayperform one or more functions described as being performed by anotherset of components of device 400.

FIG. 5 is a flow chart of an example process 500 for replicating userinteractions with a user interface of an application across a firstinstance and a second instance of the application. In someimplementations, one or more process blocks of FIG. 5 may be performedby a first device (e.g., application replication platform 340). In someimplementations, one or more process blocks of FIG. 5 may be performedby another device or a group of devices separate from or including thefirst device, such as a user device (e.g., user device 310), a clientdevice (e.g., client device 320), an IVR system (e.g., IVR system 330),and/or the like.

As shown in FIG. 5 , process 500 may include receiving a request toestablish a replication session between a second device and a thirddevice wherein the replication session is associated with replicatinguser interactions with a user interface of an application across a firstinstance and a second instance of the application (block 510). Forexample, the first device (e.g., using computing resource 345, processor420, memory 430, storage component4340, input component 450, outputcomponent 460, communication interface 470 and/or the like) may receivea request to establish a replication session between a second device anda third device, as described above. In some implementations, thereplication session is associated with replicating user interactionswith a user interface of an application across a first instance and asecond instance of the application.

As further shown in FIG. 5 , process 500 may include receiving, afterreceiving the request, information that identifies a set of interactionsby a user of the second device with a first user interface provided fordisplay by the first instance (block 520). For example, the first device(e.g., using computing resource 345, processor 420, memory 430, storagecomponent4340, input component 450, output component 460, communicationinterface 470 and/or the like) may receive, after receiving the request,information that identifies a set of interactions by a user of thesecond device with a first user interface provided for display by thefirst instance, as described above.

As further shown in FIG. 5 , process 500 may include determining, fromthe information, a set of instructions related to causing an indicationfor the set of interactions to be provided for display on a second userinterface provided for display for the second instance based on theinformation being received from the second device (block 530). Forexample, the first device (e.g., using computing resource 345, processor420, memory 430, storage component4340, input component 450, outputcomponent 460, communication interface 470 and/or the like) maydetermine, from the information, a set of instructions related tocausing an indication for the set of interactions to be provided fordisplay on a second user interface provided for display for the secondinstance based on the information being received from the second device,as described above.

As further shown in FIG. 5 , process 500 may include providing, afterdetermining the set of instructions, the set of instructions to thethird device (block 540). For example, the first device (e.g., usingcomputing resource 345, processor 420, memory 430, storagecomponent4340, input component 450, output component 460, communicationinterface 470 and/or the like) may provide, after determining the set ofinstructions, the set of instructions to the third device, as describedabove.

Process 500 may include additional implementations, such as any singleimplementation or any combination of implementations described belowand/or in connection with one or more other processes describedelsewhere herein.

In a first implementation, receiving the request comprises receiving therequest to establish the replication session between the second deviceand the third device from an interactive voice response (IVR) system.

In a second implementation, alone or in combination with the firstimplementation, determining the set of instructions comprisesdetermining the set of instructions from the information that identifiesthe set of interactions using a first application programming interface(API) that is different than a second API used to determine another setof instructions to be provided to the second device.

In a third implementation, alone or in combination with one or more ofthe first and second implementations, receiving the informationcomprises receiving the information that identifies the set ofinteractions via a first Web Socket between a first device and thesecond device.

In a fourth implementation, alone or in combination with one or more ofthe first through third implementations, the set of instructions are tocause a visual indicator to be provided for display on the second userinterface based on a selection of a user interface element on the firstuser interface, cause a change from the second user interface based on acorresponding change from the first user interface, or cause a set ofmasked characters to be provided for display on the second userinterface based on input of text into the first user interface.

In a fifth implementation, alone or in combination with one or more ofthe first through fourth implementations, process 500 may includeaccessing, based on the application, a mapping between a first set ofuser interface elements of the first user interface and a second set ofuser interface elements of the second user interface, wherein themapping is stored by a first device, and determining the set ofinstructions comprises determining, after accessing the mapping, the setof instructions based on the mapping.

In a sixth implementation, alone or in combination with one or more ofthe first through fifth implementations, process 500 may include sendinganother set of instructions to the second device to cause the firstinstance to be opened on the second device, or sending the other set ofinstructions to the third device to cause the second instance to beopened on the third device.

Although FIG. 5 shows example blocks of process 500, in someimplementations, process 500 may include additional blocks, fewerblocks, different blocks, or differently arranged blocks than thosedepicted in FIG. 5 . Additionally, or alternatively, two or more of theblocks of process 500 may be performed in parallel.

FIG. 6 is a flow chart of an example process 600 for replicating userinteractions with a user interface of an application across a firstinstance and a second instance of the application. In someimplementations, one or more process blocks of FIG. 6 may be performedby a first device (e.g., application replication platform 340). In someimplementations, one or more process blocks of FIG. 6 may be performedby another device or a group of devices separate from or including thefirst device, such as a user device (e.g., user device 310), a clientdevice (e.g., client device 320), an IVR system (e.g., IVR system 330),and/or the like.

As shown in FIG. 6 , process 600 may include receiving a request toestablish a replication session between a second device and a thirddevice wherein the replication session is associated with replicatinguser interactions with a user interface of an application across a firstinstance and a second instance of the application and wherein therequest identifies the second device or the third device (block 610).For example, the first device (e.g., using computing resource 345,processor 420, memory 430, storage component4340, input component 450,output component 460, communication interface 470 and/or the like) mayreceive a request to establish a replication session between a seconddevice and a third device, as described above. In some implementations,the replication session is associated with replicating user interactionswith a user interface of an application across a first instance and asecond instance of the application. In some implementations, the requestidentifies the second device or the third device.

As further shown in FIG. 6 , process 600 may include causingcorresponding user interfaces to be provided for display for the firstinstance and the second instance after receiving the request (block620). For example, the first device (e.g., using computing resource 345,processor 420, memory 430, storage component4340, input component 450,output component 460, communication interface 470 and/or the like) maycause corresponding user interfaces to be provided for display for thefirst instance and the second instance after receiving the request, asdescribed above.

As further shown in FIG. 6 , process 600 may include receiving, aftercausing the corresponding user interfaces to be provided for display,information that identifies a set of interactions by a user of thesecond device with a first user interface, of the corresponding userinterfaces, provided for display for the first instance (block 630). Forexample, the first device (e.g., using computing resource 345, processor420, memory 430, storage component4340, input component 450, outputcomponent 460, communication interface 470 and/or the like) may receive,after causing the corresponding user interfaces to be provided fordisplay, information that identifies a set of interactions by a user ofthe second device with a first user interface, of the corresponding userinterfaces, provided for display for the first instance, as describedabove.

As further shown in FIG. 6 , process 600 may include determining, fromthe information, a set of instructions related to causing an indicationfor the set of interactions to be provided for display on a second userinterface, of the corresponding user interfaces, based on theinformation being received from the second device (block 640). Forexample, the first device (e.g., using computing resource 345, processor420, memory 430, storage component4340, input component 450, outputcomponent 460, communication interface 470 and/or the like) maydetermine, from the information, a set of instructions related tocausing an indication for the set of interactions to be provided fordisplay on a second user interface, of the corresponding userinterfaces, based on the information being received from the seconddevice, as described above.

As further shown in FIG. 6 , process 600 may include performing, afterdetermining the set of instructions, one or more actions related to thefirst instance or the second instance, wherein the one or more actionsinclude providing the set of instructions to the third device (block650). For example, the first device (e.g., using computing resource 345,processor 420, memory 430, storage component4340, input component 450,output component 460, communication interface 470 and/or the like) mayperform, after determining the set of instructions, one or more actionsrelated to the first instance or the second instance, as describedabove. In some implementations, the one or more actions includeproviding the set of instructions to the third device.

Process 600 may include additional implementations, such as any singleimplementation or any combination of implementations described belowand/or in connection with one or more other processes describedelsewhere herein.

In a first implementation, process 600 may include, when causing thecorresponding user interfaces to be provided for display, causing thefirst user interface to be provided for display on the second devicebased on the second user interface being provided for display on thethird device, causing the second user interface to be provided fordisplay on the third device based on the first user interface beingprovided for display on the second device, or causing a default userinterface to be provided for display as the first user interface or asthe second user interface.

In a second implementation, alone or in combination with the firstimplementation, process 600 may include monitoring for additionalinformation that identifies additional sets of interactions with thefirst user interface after providing the set of instructions,determining, based on monitoring for the additional information, one ormore additional sets of instructions to be provided to the third devicefrom the additional information, and providing, after determining theone or more additional sets of instructions, the one or more additionalsets of instructions to the third device.

In a third implementation, alone or in combination with one or more ofthe first and second implementations, process 600 may includeinitiating, based on the request, the replication session afterreceiving the request by establishing a first Web Socket connectionbetween a first device and the second device and a second Web Socketconnection between the first device and the third device, the first WebSocket connection and the second Web Socket connection are different.

In a fourth implementation, alone or in combination with one or more ofthe first through third implementations, process 600 may includedetermining that the first instance is not installed on the seconddevice after receiving the request, transmitting, to the second deviceand after determining that the first instance is not installed, amessage that includes a link to download the first instance, andreceiving, after transmitting the link and prior to activating the firstinstance, another indication from the second device that the seconddevice has downloaded and installed the first instance.

In a fifth implementation, alone or in combination with one or more ofthe first through fourth implementations, process 600 may includecapturing, via the third device, a recording of the indication providedfor display via the second user interface or the information thatidentifies another set of interactions with the second user interface byanother user of the third device, performing, after capturing therecording, an analysis of the recording or multiple recordings, andperforming, after performing the analysis, one or more actions relatedto a result of the analysis.

In a sixth implementation, alone or in combination with one or more ofthe first through fifth implementations, process 600 may includeprocessing, after receiving the information, the information thatidentifies the set of interactions using a machine learning model,determining that a subset of the information contains sensitiveinformation based on a result of processing the information using themachine learning model, and, when determining the set of instructions,determining the set of instructions based on one or more other subsetsof the information.

Although FIG. 6 shows example blocks of process 600, in someimplementations, process 600 may include additional blocks, fewerblocks, different blocks, or differently arranged blocks than thosedepicted in FIG. 6 . Additionally, or alternatively, two or more of theblocks of process 600 may be performed in parallel.

FIG. 7 is a flow chart of an example process 700 for replicating userinteractions with a user interface of an application across a firstinstance and a second instance of the application. In someimplementations, one or more process blocks of FIG. 7 may be performedby a first device (e.g., application replication platform 340). In someimplementations, one or more process blocks of FIG. 7 may be performedby another device or a group of devices separate from or including theapplication replication platform, such as a user device (e.g., userdevice 310), a client device (e.g., client device 320), an IVR system(e.g., IVR system 330), and/or the like.

As shown in FIG. 7 , process 700 may include receiving a request toestablish a replication session between a second device and a thirddevice, wherein the replication session is associated with replicatinguser interactions with a user interface of an application across a firstinstance and a second instance of the application (block 710). Forexample, the first device (e.g., using computing resource 345, processor420, memory 430, storage component4340, input component 450, outputcomponent 460, communication interface 470 and/or the like) may receivea request to establish a replication session between a second device anda third device, as described above. In some implementations, thereplication session is associated with replicating user interactionswith a user interface of an application across a first instance and asecond instance of the application.

As further shown in FIG. 7 , process 700 may include receiving, afterreceiving the request, information that identifies a set of interactionsby a user of the second device with a first user interface provided fordisplay for the first instance (block 720). For example, the firstdevice (e.g., using computing resource 345, processor 420, memory 430,storage component4340, input component 450, output component 460,communication interface 470 and/or the like) may receive, afterreceiving the request, information that identifies a set of interactionsby a user of the second device with a first user interface provided fordisplay for the first instance, as described above.

As further shown in FIG. 7 , process 700 may include determining, fromthe information, a set of instructions related to causing an indicationfor the set of interactions to be provided for display on a second userinterface based on the information being received from the second device(block 730). For example, the first device (e.g., using computingresource 345, processor 420, memory 430, storage component4340, inputcomponent 450, output component 460, communication interface 470 and/orthe like) may determine, from the information, a set of instructionsrelated to causing an indication for the set of interactions to beprovided for display on a second user interface based on the informationbeing received from the second device, as described above.

As further shown in FIG. 7 , process 700 may include providing, afterdetermining the set of instructions, the set of instructions to thethird device (block 740). For example, the first device (e.g., usingcomputing resource 345, processor 420, memory 430, storagecomponent4340, input component 450, output component 460, communicationinterface 470 and/or the like) may provide, after determining the set ofinstructions, the set of instructions to the third device, as describedabove.

Process 700 may include additional implementations, such as any singleimplementation or any combination of implementations described belowand/or in connection with one or more other processes describedelsewhere herein.

In a first implementation, the set of instructions are to cause one ormore visual indicators to be provided for display on the second userinterface based on a selection of a user interface element on the firstuser interface, cause a change from the second user interface providedfor display for the second instance based on a corresponding change fromthe first user interface provided for display for the first instance, orcause modified text to be provided for display on the second userinterface based on input of text into the first user interface.

In a second implementation, alone or in combination with the firstimplementation, process 700 may include accessing, based on theapplication, a mapping between a first set of user interface elements ofthe first user interface and a second set of user interface elements ofthe second user interface, wherein the mapping identifies correspondinguser interface elements of user interfaces of the first instance and thesecond instance, and, when determining the set of instructions,determining, after accessing the mapping, the set of instructions basedon the mapping.

In a third implementation, alone or in combination with one or more ofthe first and second implementations, process 700 may include sending afirst set of instructions to the second device to cause the firstinstance to be opened on the second device, identifying, after sendingthe first set of instructions, one or more characteristics of the firstinstance, identifying the second instance to be opened on the thirddevice based on the one or more characteristics, and sending a secondset of instructions to the third device to cause the second instance tobe opened on the third device.

In a fourth implementation, alone or in combination with one or more ofthe first through third implementations, process 700 may includedetermining that the first instance of the application is not installedon the second device after receiving the request, wherein the request isreceived from the third device, and causing, after determining that thefirst instance of the application is not installed on the second device,the second device to download and install the first instance of theapplication.

In a fifth implementation, alone or in combination with one or more ofthe first through fourth implementations, process 700 may includeprocessing, after receiving the information, the information thatidentifies the set of interactions using a machine learning model,wherein the machine learning model has been trained on a training set ofdata to identify sensitive information, determining, based on a resultof processing the information, that the information includes sensitiveinformation, and, when determining the set of instructions, determining,after determining that the information includes the sensitiveinformation, the set of instructions based on a subset of theinformation that does not include the sensitive information.

Although FIG. 7 shows example blocks of process 700, in someimplementations, process 700 may include additional blocks, fewerblocks, different blocks, or differently arranged blocks than thosedepicted in FIG. 7 . Additionally, or alternatively, two or more of theblocks of process 700 may be performed in parallel.

The foregoing disclosure provides illustration and description, but isnot intended to be exhaustive or to limit the implementations to theprecise form disclosed. Modifications and variations may be made inlight of the above disclosure or may be acquired from practice of theimplementations.

As used herein, the term “component” is intended to be broadly construedas hardware, firmware, or a combination of hardware and software.

Some implementations are described herein in connection with thresholds.As used herein, satisfying a threshold may, depending on the context,refer to a value being greater than the threshold, more than thethreshold, higher than the threshold, greater than or equal to thethreshold, less than the threshold, fewer than the threshold, lower thanthe threshold, less than or equal to the threshold, equal to thethreshold, or the like.

Certain user interfaces have been described herein and/or shown in thefigures. A user interface may include a graphical user interface, anon-graphical user interface, a text-based user interface, and/or thelike. A user interface may provide information for display. In someimplementations, a user may interact with the information, such as byproviding input via an input component of a device that provides theuser interface for display. In some implementations, a user interfacemay be configurable by a device and/or a user (e.g., a user may changethe size of the user interface, information provided via the userinterface, a position of information provided via the user interface,and/or the like). Additionally, or alternatively, a user interface maybe pre-configured to a standard configuration, a specific configurationbased on a type of device on which the user interface is displayed,and/or a set of configurations based on capabilities and/orspecifications associated with a device on which the user interface isdisplayed.

It will be apparent that systems and/or methods described herein may beimplemented in different forms of hardware, firmware, or a combinationof hardware and software. The actual specialized control hardware orsoftware code used to implement these systems and/or methods is notlimiting of the implementations. Thus, the operation and behavior of thesystems and/or methods are described herein without reference tospecific software code—it being understood that software and hardwarecan be designed to implement the systems and/or methods based on thedescription herein.

Even though particular combinations of features are recited in theclaims and/or disclosed in the specification, these combinations are notintended to limit the disclosure of various implementations. In fact,many of these features may be combined in ways not specifically recitedin the claims and/or disclosed in the specification. Although eachdependent claim listed below may directly depend on only one claim, thedisclosure of various implementations includes each dependent claim incombination with every other claim in the claim set.

No element, act, or instruction used herein should be construed ascritical or essential unless explicitly described as such. Also, as usedherein, the articles “a” and “an” are intended to include one or moreitems, and may be used interchangeably with “one or more.” Furthermore,as used herein, the term “set” is intended to include one or more items(e.g., related items, unrelated items, a combination of related andunrelated items, and/or the like), and may be used interchangeably with“one or more.” Where only one item is intended, the phrase “only one” orsimilar language is used. Also, as used herein, the terms “has,” “have,”“having,” or the like are intended to be open-ended terms. Further, thephrase “based on” is intended to mean “based, at least in part, on”unless explicitly stated otherwise.

What is claimed is:
 1. A method, comprising: receiving, by anapplication replication device and based on receiving a request toestablish a replication session between a user device and a clientdevice, information identifying an interaction with a first userinterface, of an application, associated with the user device;accessing, by the application replication device and based on receivingthe information identifying the interaction, a mapping between one ormore first user interface elements, of the first user interface, and oneor more second user interface elements of a second user interface, ofthe application, associated with the client device; determining, by theapplication replication device and based on accessing the mapping,instructions related to an indicator, associated with the interaction,being displayed on the second user interface; and providing, by theapplication replication device, the instructions, related to theindicator, to the client device.
 2. The method of claim 1, furthercomprising: providing, to the client device, instructions related toactivating an instance of the application, wherein receiving theinformation identifying the interaction is based on providing theinstructions related to activating the instance.
 3. The method of claim2, further comprising: identifying one or more characteristics of theinstance of the application; and determining, based on identifying theone or more characteristics, the instance of the application, whereinproviding the instructions related to activating the instance of theapplication is based on determining the instance of the application. 4.The method of claim 1, wherein the mapping accounts for a differencebetween a first instance, of the application on the user device, and asecond instance, different from the first instance, of the applicationon the client device.
 5. The method of claim 1, further comprising:providing, to the client device, instructions related to activating thesecond user interface of the application, wherein receiving theinformation identifying the interaction is based on providing theinstructions related to activating the second user interface.
 6. Themethod of claim 1, wherein the information includes one or more of:information identifying a particular first user interface element of thefirst user interface elements, information identifying at least one of alocation or a recording of a user interaction with the first userinterface, or information identifying a response of the application tothe user interaction.
 7. The method of claim 1, further comprising:determining whether the information identifying the interaction containssensitive information, wherein determining the instructions related tothe indicator is based on determining whether the informationidentifying the interaction contains the sensitive information.
 8. Anapplication replication device, comprising: one or more memories; andone or more processors, coupled to the one or more memories, configuredto: receive, based on receiving a request to establish a replicationsession between a user device and a client device, informationidentifying an interaction with a first user interface, of anapplication, associated with the user device; access, based on receivingthe information identifying the interaction, a mapping between firstuser interface elements, of the first user interface, and second userinterface elements of a second user interface, of the application,associated with the client device; determine, based on accessing themapping, instructions related to an indicator, associated with theinteraction, being displayed on the second user interface; and providethe instructions, related to the indicator, to the client device.
 9. Theapplication replication device of claim 8, wherein the mapping is basedon a coordinate mapping system.
 10. The application replication deviceof claim 9, wherein the mapping identifies a first coordinate point onthe first user interface and a second coordinate point, different fromthe first coordinate point, on the second user interface.
 11. Theapplication replication device of claim 8, wherein the indicator is atleast one of: a highlighted portion of the second user interface, anarrow pointing to a particular portion of the second user interface, aflashing portion of the second user interface, a pulsing portion of thesecond user interface, at least one of a circle or an oval surroundingthe particular portion of the second user interface, or a graphicaloverlay demonstrating a manner of the interaction with the first userinterface.
 12. The application replication device of claim 8, whereinthe one or more processors are further configured to: receive, from theclient device and based on providing the instructions related to theindicator, information identifying a second interaction with the seconduser interface of the application.
 13. The application replicationdevice of claim 12, wherein the one or more processors are furtherconfigured to: perform, based on receiving the information identifyingthe second interaction with the second user interface, an outcomerelated to the request.
 14. The application replication device of claim13, wherein the outcome is one or more of: a score, a report, arecommendation, an employment contract, or a reporting to an entity. 15.The application replication device of claim 12, wherein the one or moreprocessors are further configured to: determine, based on receiving theinformation identifying the interaction with the second user interface,instructions related to a second indicator being displayed on the firstuser interface.
 16. The application replication device of claim 15,wherein the one or more processors are further configured to: provide,to the user device, instructions related to the second indicator.
 17. Anon-transitory computer-readable medium storing a set of instructions,the set of instructions comprising: one or more instructions that, whenexecuted by one or more processors of an application replication device,cause the application replication device to: receive, based on receivinga request to establish a replication session between a user device and aclient device, information identifying an interaction with a first userinterface, of the application, associated with the user device; access,based on receiving the information identifying the interaction, amapping between first user interface elements, of the first userinterface, and second user interface elements of a second userinterface, of the application, associated with the client device;determine, based on accessing the mapping, instructions related to anindicator, associated with the interaction, being displayed on thesecond user interface; and provide instructions, related to theindicator, to the client device.
 18. The non-transitorycomputer-readable medium of claim 17, wherein the mapping accounts for adifference between a first instance, of the application on the userdevice, and a second instance, different from the first instance, of theapplication on the client device.
 19. The non-transitorycomputer-readable medium of claim 17, wherein the mapping is based on acoordinate mapping system.
 20. The non-transitory computer-readablemedium of claim 19, wherein the mapping identifies a first coordinatepoint on the first user interface and a second coordinate point,different from the first coordinate point, on the second user interface.